Courses AvailableDealing With Difficult PeopleHigh Pressure Negotiation: Taking it to the Next LevelLeadership WorkshopMasterful Communications; Because Every Word MattersInfluence: Gaining Voluntary ComplianceEnhancing Employee Safety Through Situational AwarenessEthics-Based Decision MakingWorkplace Violence - Prevention & PredictionTeambuildingSuicide: Assessment and InterventionAdvanced Presentation SkillsWorkplace BullyingDealing With Difficult PeopleThis presentation / keynote is designed to deliver an understanding of why difficult people act as they do and to provide tools for addressing those difficult situations. When we encounter a reasonable person acting unreasonably, there are several highly effective strategies for restoring the relationship to a productive and functional state. This presentation will offer the tools to control our own emotional responses and also show ways in which we can manage the other person effectively. If you have frequent interactions with difficult people, this presentation is for you. This session contains the following material: •Introduction and exploration of the concept of conflict•Three components of most conflicts•Strategies to maintain professionalism in the face a difficult situation •Active listening skills•Strategies for defusing the highly agitated personLearning outcome: Participants of this session will leave with a deeper understanding of conflict; how and why it occurs within our business and interpersonal relationships. Additionally, a series of tools, tactics and strategies will be provided which will serve to enhance confidence when faced with challenging engagements. This will include a specific strategy for defusing or de-escalating an angry or agitated person.